Manager, Customer Support - AOG (H/F) (M/F)

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 83 000 collaborateurs pour un chiffre d'affaires de 19,0 milliards d'euros en 2022, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.



Safran est dans le top 30 des meilleurs employeurs mondiaux 2022 selon le magazine Forbes.



Safran Cabin est un leader mondial de l'aménagement de cabines intégrées, de systèmes de restauration à bord et d'équipements de fret.

Mission description

CSM's are responsible for overall customer relations and act as the customer advocate within Safran Cabin Services to ensure quick resolution of any technical issues. Ensure good spares management through backlog alignment and escalation of spares issues; ensure good repairs management through backlog alignment and escalation of any issues, and look for business opportunities. The Customer support manager will need to perform on-site customer visits facilities throughout North & South America, Europe, Middle East, Africa, Asia Pacific as applicable.



The CSM typically reports to the Customer Support Director or VP of Customer Support & Response.



Summary of Duties:

• Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards

• Building new and developing long lasting relationships with customers

• Operate as the focal point for any and all matters specific to their customers

• Taking ownership of customers issues and following problems through to resolution

• Responsible for keeping accurate records and document customer support actions and discussions on ZEN platform

• Perform on-site customer meetings as required ie Program Review Meetings (PRM), Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.

• Generate Key Performance Indicators (KPI's)

• Analyze data to identify trends and areas of improvements

• Serve as the focal for performance claims : coordinate with spares and repair teams to validate claim data, negotiate settlement with customer, track claims

• Generate post visit reports and manage actions and commitments thru to completion

• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.

• Support SCS Finance department in the recovery of late AR. The CSM should be a point of escalation to intervene when requested, helping Finance with the right POCs, raising visibility to customers management, addressing systemic/ repetitive issues for corrective actions.

• Awareness of customers internal issues which may inadvertently effect the Safran Cabin Services business

• Feedback information to Safran Cabin Service sales team on new sales opportunities

• Feedback information to Safran Cabin Service program team on at risk parts: PMA, Owner Operator Parts

• Manage CPO Program: Performance to CPO, ensuring customer meets program requirements

• Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with set with a specific customer

• Support Field Technical Representatives (FTR) performing cabin inspections and generating the associated reports

• Promote spare sales

• Provide level 1 & 2 technical support to the FTR's and airlines.

• Support STC working parties as required

• Support Entry Into Service (EIS) for new aircraft types

• Support Aircraft OEM meetings as and when required